IT Lead Analyst

IT Lead Analyst

EMAPTA
Not Specified
Not Specified

Job Description


Job Description

At Emapta, saying We're a Family means we're also your second home at work, and our ratings prove it!

4.5 GLASSDOOR RATING

4.5 FACEBOOK RATING

93% CANDIDATE REFERRAL

Our goal is to build your local careers with global impact, so you can achieve your ambitions and full potential without the need to work abroad.
  • Manage computer logins, skype, pbx/voip and email accounts for new hires
  • Setup company or client machine based on client's IT checklist
  • Coordinate via call or email with Customer Experience Managers and Client for any additional
    requirements in the setup
  • Ensure that the provision/policies are in place, operating system and anti-virus is up to date
  • Test the logins, applications, and hardware before endorsing for dispatch
  • Assist new hires with submitted requests/incidents during hyper care period
  • Must be able to communicate effectively
  • Keen attention to details
  • Experience in using/troubleshooting Windows OS, Active Directory, VOIP, Microsoft 365, Anti- Virus programs
  • Experience in using ticketing systems
  • Monitor and escalate all onboarding/off boarding tickets according to agreed service levels, maintaining complete, accurate and updated tickets
  • Process attentively Onboarding/Off-boarding tickets. Clarify client/client staff requirements
    probe for and confirm understanding of requirements or problem and provide additional
    customer education as required
  • To deliver a very high level of Customer Service and be empowered to take actions necessary whilst working on ways to fulfil setup requirements efficiently
  • Keep internal (core teams) and external stakeholders (client/client staff) informed on status
    and progress of Onboarding/Off-boarding tickets
  • Ensure that all relevant updates and communications are timely, effective, comprehensive, and appropriate
  • Communicate effectively with individuals and teams within the IT Service Center or CoreTeam department to ensure high quality and timely expedition of Onboarding/OffboardingTickets.
  • Stay current on products, procedures, and other important issues. Keep knowledge level up to date via self-earning e.g. publications, Internet etc.
  • Contribute ideas on ways to resolve quickly/fulfil/complete IT requirements
  • Solve technical problems that are sometimes unstructured and that may require relianceonconceptual thinking skill
  • Offer solutions to issues that are often non-standard / non-routine and require some clarification
  • Maintain broad knowledge of client supported products and services
  • Provide additional customer support and advice on all IT issues
  • Monitor and support IT Security Policies adherence


Requirements
  • Windows 2000/XP/Vista Desktop support
  • Microsoft Internet Explorer/Office/Outlook
  • Avaya or Nortel telephony
  • Windows Server 2000/2003 support and administration
  • Microsoft IIS, ISA or Exchange
    . Active Directory 2000 / 2003
  • Local Area Networks (Cisco or 3Com) . Wide Area Networks
  • Knowledge in TCP / IP
  • ITIL experience and qualification would be an advantage
  • Additional language skills to a technical level would be an advantage.

Personal Competency:

  • Strongly customer service oriented
  • Good command of oral and written English
  • Must have interpersonal communication skills and pleasant demeanor.
  • Ability to carry out technical diagnosis/analysis
  • Assertiveness
  • Resourceful
  • Engaging to internal (core teams) and external stakeholders (client/client staff)
  • Have a flexible attitude and wide knowledge of IT.
  • Willingness to rotate shifts, as needed
  • Ability to perform light hand activity work at a computer station in an office environment. Position is primarily sedentary



Job Details

Employment Types:

Industry:

Function:

IT

About EMAPTA

Job Source : careers.emapta.com

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